Customer Success Manager

By bringing together next-gen technology and the finest live data available Genius Sports is enabling a new era of sports for fans worldwide delivering experiences that are more immersive interactive and personalised than ever before. Learn more at geniussports.com. 

THE ROLE: 

We're looking for a driven relationship-focused Customer Success Manager to join the Client Services team. This role is a for someone who finds satisfaction in cultivating strong partnerships building trust and ensuring our clients see consistent long-term value from their investments.

As a CSM you are the primary engine of growth for your portfolio. You will manage a book of business helping clients navigate the complexities of programmatic and multi-channel digital media. We want a strategic CSM who can independently manage a book of business assess client performance and map out the next steps for their digital evolution whilst being willing to learn and grow in professional experiences.

Primary focus is to ensure retention while actively seeking ways to expand our footprint within each account. You’ll be responsible for turning Tier 2 and Tier 3 accounts into stable long-term partnerships through consistent delivery proactive communication and thoughtful diversification while also supporting senior team members on Tier 1 accounts.

Key Responsibilities

• Account Execution & Planning: Manage and execute tailored account plans that align with client KPIs. Regularly reviewing your book of business to ensure we are staying ahead of market trends and client needs
• Revenue Growth: Identify growth opportunities. Lead upsell and cross-sell conversations by showing clients how additional channels or programmatic strategies with Genius Sports can solve their specific business challenges
• AdTech Consultancy: Serve as the day-to-day expert on multi-channel strategies (Display Video Social DOOH etc.). You must be comfortable explaining performance data attribution and the ‘’why’’ behind campaign results
• Relationship Management: Build strong multi-level relationships within your accounts. You should be effective at delivering a Monthly Performance Review and liaising with senior team members for executive QBRs
• Churn Mitigation: Proactively identify “at-risk” signals and work with internal teams to deploy solutions that ensure long-term retention

WHAT YOU’LL BRING:

• Experience: 2+ years in Customer Success or Account Management or Media Planning within the AdTech or Digital Media space
• Programmatic Literacy: A solid understanding of the programmatic ecosystem including how DSPs and SSPs function across differing channels
• Commercial Mindset (“Farmer” DNA): You enjoy the steady work of building trust and find it rewarding to see a client’s sophistication and spend grow through your guidance
• Data Storytelling: You don’t just report numbers; you extract a narrative. You can look at a dashboard and provide actionable insights that help a client improve their ROI
• Resilience & Agility: A willingness to pivot between account strategy and administrative requirements for campaign execution
• Cross-Functional Collaboration: You’re a team player who’s comfortable working cross-functionally with Sales Ad Ops BI Creative and Product to align on client goals and ensure campaigns are executed smoothly
• Sector Expertise: Previous experience or a strong interest in RMG (Real Money Gaming) or iGaming is a significant plus

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate connect and learn together. Our hybrid working models differ depending on your role and location. 

As well as a competitive salary and range of benefits we’re committed to supporting employee wellbeing and helping you grow your skills experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports. 

One team being brave driving change  

We strive to create an inclusive working environment where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius Sports.  

Let us know when you apply if you need any assistance during the recruiting process due to a disability.

What We Do

Genius Sports is the layer between what happens on the field and how the world engages with it. Our solutions across the global sports ecosystem are underpinned by our next generation big data and artificial intelligence platform GeniusIQ. By ingesting and computing multiple real-time data feeds GeniusIQ powers a wide range of functions and applications across sports performance and officiation fan engagement advertising and sports betting. Founded in 2001 Genius Sports is now one of the world’s largest sports technology companies working with the likes of the NFL NBA EPL FIBA ESPN Sky Sports Flutter DraftKings and 100s more. We're headquartered in New York and London with offices in Los Angeles Medellin Tallinn Sofia Singapore Lausanne Manchester and Melbourne.

Why Work With Us

We are one team being brave driving change. Our company values help create a cohesive culture where we think feel and act like One Genius. We strive to create an environment where everyone feels a sense of belonging and the ability to make a difference driving our vision to be everywhere in sports redefining experiences through technology.

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